scholarly journals Novo Constructo de Gerenciamento da Experoência Ampliada do Cliente: Integração dos Ambientes Off-Line e On-Line

2021 ◽  
Vol 13 (2) ◽  
pp. 203-229
Author(s):  
João Luiz Gilberto de Carvalho ◽  
Geraldo Luciano Toledo
Keyword(s):  
Virtual Environments ◽  
State Of The Art ◽  
Customer Experience ◽  
Digital Environment ◽  
Point Of Sale ◽  
Customer Experience Management ◽  
Customer Interaction ◽  
Physical Channel ◽  
On Line ◽  
Retail Managers

Purpose: To analyze how the integration dimensions of offline and online environments are present in the management of experiences, in the supermarket retail segmentMethod: The method focuses on analysis and categorization of the state of the art of customer experience management (CEM), according to elements of Schmitt's model (2004) - experiential environments; experience platforms; desired experiences for the brand; customer interaction interfaces; continuous innovation.Originality / Relevance: This study and its dimensions expands the concept of relationship with the customer, leading to a vision that encompasses the creation of value. It fills gaps of CEM by presenting managerial tools for the phenomenon of experience.Findings: Interactions of the CEM dimensions are presented that support the new construct named 'expanded customer experience in the supermarket', which implements the Terblanche model (2018), adding a new dimension: the integration of offline and online operations. This concerns the access of customers to the physical channel of the supermarket, integrating resources, technologies and characteristics of the digital environment, with operations under the omnichannel concept.Theoretical / methodological contributions: Theoretical framework and new construct that expands the scope of the CEM since it highlights the need to integrate the physical and virtual environments to improve experiential sensations. The study is configured as a theory for managing the stimuli that affect customers, the operations of processes in retail and the atmospheres of stores.Social / management contributions: The results help retail managers to improve customer experiences at the point of sale, getting a competitive advantage.

scholarly journals Building customer loyalty through customer experience management

2016 ◽  
Vol 6 (3) ◽  
pp. 288-294
Author(s):  
Kavitha S ◽  
Haritha P
Keyword(s):  
Competitive Advantage ◽  
Customer Loyalty ◽  
Management Strategy ◽  
Customer Experience ◽  
Customer Acquisition ◽  
Customer Experience Management ◽  
Practice Experience ◽  
Product Features ◽  
Customer Interaction

Customers are more demanding than ever. Creating superior customer experience is crucial in gaining competitive advantage in any business environment.Companies need to have a well-defined customer experience management strategy to determine a place in the competitive world. Customer Experience Management has gained importance in recent years. As companies are faced with the issues like decreasing customer loyalty, reduced scope of differentiation through product features, and with increasing costs of customer acquisition, it has become immensely important for companies to practice experience based differentiation in every stage of customer interaction. This paper focuses on the various aspects that impact customer experience and its impact on customer loyalty.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

Electronic Access to Factual Materials Information: The State of the Art

MRS Bulletin ◽  
1995 ◽  
Vol 20 (8) ◽  
pp. 40-48 ◽  
Author(s):  
J.H. Westbrook ◽  
J.G. Kaufman ◽  
F. Cverna
Keyword(s):  
State Of The Art ◽  
The State ◽  
Easy Access ◽  
End User ◽  
Cd Rom ◽  
Component Design ◽  
Property Data ◽  
On Line ◽  
Electronic Access ◽  
Access To Data

Over the past 30 years we have seen a strong but uncoordinated effort to both increase the availability of numeric materials-property data in electronic media and to make the resultant mass of data more readily accessible and searchable for the end-user engineer. The end user is best able to formulate the question and to judge the utility of the answer for numeric property data inquiries, in contrast to textual or bibliographic data for which information specialists can expeditiously carry out searches.Despite the best efforts of several major programs, there remains a shortfall with respect to comprehensiveness and a gap between the goal of easy access to all the world's numeric databases and what can presently be achieved. The task has proven thornier and therefore much more costly than anyone envisioned, and computer access to data for materials scientists and engineers is still inadequate compared, for example, to the situation for molecular biologists or astronomers. However, progress has been made. More than 100 materials databases are listed and categorized by Wawrousek et al. that address several types of applications including: fundamental research, materials selection, component design, process control, materials identification and equivalency, expert systems, and education. Standardization is improving and access has been made more easy.In the discussion that follows, we will examine several characteristics of available information and delivery systems to assess their impact on the successes and limitations of the available products. The discussion will include the types and uses of the data, issues around data reliability and quality, the various formats in which data need to be accessed, and the various media available for delivery. Then we will focus on the state of the art by giving examples of the three major media through which broad electronic access to numeric properties has emerged: on-line systems, workstations, and disks, both floppy and CD-ROM. We will also cite some resources of where to look for numeric property data.

N and P on-line meters: requirements, maintenance and stability

1996 ◽  
Vol 33 (1) ◽  
pp. 147-157 ◽  
Author(s):  
Henrik A. Thomsen ◽  
Kenneth Kisbye
Keyword(s):  
Sample Preparation ◽  
Response Time ◽  
Ammonium Nitrate ◽  
State Of The Art ◽  
List Price ◽  
User Friendliness ◽  
On Line ◽  
The Cost ◽  
Preparation Design

State-of-the-art on-line meters for determination of ammonium, nitrate and phosphate are presented. The on-line meters employ different measuring principles and are available in many different designs differing with respect to size, calibration and cleaning principle, user-friendliness, response time, reagent and sample consumption. A study of Danish experiences on several plants has been conducted. The list price of an on-line meter is between USD 8000 and USD 35,000. To this should be added the cost of sample preparation, design, installation and running-in. The yearly operating for one meter are in the range of USD 200-2500 and the manpower consumption is in the range of 1-5 hours/month. The accuracy obtained is only slightly smaller than the accuracy on collaborative laboratory analyses, which is sufficient for most control purposes.

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